The thrill of the hunt is gone. A consumer seeking to buy something has never had more options in how to get product information and other buyers’ opinions, what channel to use, how and when they want to receive it, and who they want to buy it from. But consumers still want to enjoy shopping, and that has them gravitating to experiences. Unique, exceptional, Instagram-worthy experiences have rapidly become a win-win, giving shoppers a new thrill and retailers a fresh way to attract traffic to their stores and revenue to their bottom lines.
High-end UK retailers embraced the experience trend early and have thrived, while mid-market brands have been slower to adopt, according to Retail Gazette. But now these retailers are experimenting with new retail concepts and content to drive excitement:
Other retailers have stepped up the in-store experience through richer content, such as virtually trying products through virtual reality (VR) or augmented reality (AR), or creating branded pop-ups within their spaces where customers can invent and play with products. By adding elements to stores such as restaurants, salons, demo rooms and public spaces, and then offering classes, events and unique experiences, retailers are seeking to create deeper, more emotional connections with customers.
“As shoppers, when we have good experiences, emotions are unleashed that trigger positive buying and loyalty behaviours, which ultimately lead to revenue,” Laura Davis-Taylor, Co-Founder of HighStreet Collective, told Retail TouchPoints for its Top 5 Trends Driving Retail Innovation report. “If your brand can’t compete against Amazon’s chokehold on convenience — and most cannot — it is with this approach that retailers win.”
According to research by the U.S. National Retail Federation, consumers are enthusiastic about experiential retail:
Retail leaders need to establish organisational structures such as innovation labs but also endorse and promote idea generation across the organisation. Click To Tweet
But it’s not enough to simply see what works for other retailers and follow suit. Retailers that have truly succeeded in adopting a customer-centric reinvention of the brand experience follow these steps to create their own twist on experiential retail:
Analysts are confident that experimentation and experience represent the path forward for brick-and-mortar retailers, particularly as Millennials and Gen Y bring new sensibilities to shopping. By transforming their cultures and experiences, retailers can also transform their bottom lines.
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